Provisioning Administrator

Location:

London / Colgate

Report to:

Provisioning Manager

Salary:

Competitive

Hours:

37 hours per week

Company Overview

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £68m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 84 for August 2022. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 310 staff and was ranked as outstanding in the Sunday Times Best Companies to work for awards 2021 and in the top 50 Technology companies to work for in the UK.

FluidOne supports the needs of 1,350 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Focusing on mid-market and Enterprise, FluidOne consults with its customers to design solutions that complement their in-house IT structures. FluidOne takes complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Roy Hastings and CRO Brendan Lynch, the management team is backed by Livingbridge to support their ambitious long-term strategy.

Full Job Specification

The Provisioning Administrator will be an organised and diligent individual with strong attention to detail and persistence. You will be working within our Order Gateway function within the Provisioning Department, which entails ensuring that quality assurance checks and order processing are carried out to high standards and within SLA.

The successful candidate will be committed to learning and staying abreast of FluidOne’s connectivity, mobile and networking product portfolio whilst placing importance on data entry accuracy to effectively progress orders and pass them on to the relevant team members via the quickest route possible, within the parameters of the correct protocols.

This role would suit someone who would like to start, or continue, a career within administration and customer service in a dynamic, team-oriented environment. A typical career path from this role would include progression into a provisioning or support role.

Main responsibilities:

  • Performing Quality Assurance checks on incoming orders from sales and liaising with other departments to resolve any issues or fill information gaps that prevent the progression of orders
  • Liaising with Account Management, Technical, Product and Operational teams to ensure viable and correct order entry
  • Following defined process steps for sales order entry including capturing all required data on operational systems, completely and accurately
  • Updating FluidOne’s ticketing system with order processing statuses and communication trails
  • Learning and becoming proficient in provisioning processes; ensuring provisioning stages are followed during product delivery to our clients and reflected accurately on FluidOne’s ticketing system
  • Keeping internal and external customers updated on order progression in writing and according to the provided email templates and timetables for communication within FluidOne’s ticketing system
  • Responding to internal and external customer queries in writing and by phone
  • Ensuring all tasks are completed in a timely manner and within defined KPIs, OLAs and SLAs
  • Upholding FluidOne’s Service Teams Unified Service Standards
  • Adhering to quality communication standards defined by FluidOne
  • Adhering to FluidOne’s Security and Data Protection and confidentiality clauses
  • Making recommendations for process change and training opportunities where appropriate
  • Undertaking any other duties deemed suitable by management
  • Maintaining job related training as required by management

Experience / Qualifications

  • Attention to detail and a proactive approach is crucial to this role
  • Ability to work with a high volume of orders and data
  • Flexible, analytical and practical problem-solving skills
  • Excellent oral and written communication skills
  • Ability to build collaborative working relationships
  • Previous data entry experience would be advantageous

Full training on products, systems and processes will be provided. No prior industry knowledge required.

This job specification does not list all duties and is not limited to the above list of responsibilities.

Benefits after probationary period:

  • Free Health and subsidised dental care
  • Employee Assistance programme (EAP)
  • Life assurance (3 x salary)
  • FluidOne Rewards Platform
  • FluidOne breakfast and refreshments on working days
  • Company Pension contribution
  • Generous Holiday Entitlement
  • Additional day off on your birthday
  • £50 Birthday Voucher
  • Free internet connectivity
  • Ride2Work scheme
  • Department incentives
  • Volunteer day scheme

How to apply:

Please send your CV with covering letter to recruitment@fluidone.com. Please add the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation or age.

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